Worst customer experience I've ever had
I started my membership in May 2017 at Planet Fitness Megaclub in Witbank. Before I signed my 12 month contract, the sales representative promised me a massive club upgrade that would see everything in the club to be upgraded by October 2017. I then asked him specifically whether the treadmills and the exercise bikes will be replaced with newer models since that was the main reason I would like to join a gym and the current equipment was VERY old. He assured me that it will be replaced with new models during the upgrade.
October came and past... I asked why the upgrade is not finished and the answer I got was that there were some delays but by mid November the upgrades would be done. That date also came and past, so I asked again. Again the excuse came that the upgrade will be finished by December. It is now end of January 2018 and STILL there are NO new treadmills or exercise bikes.
Some of the equipment such as treadmills currently on the floor doesn't even work (I have photographic evidence) and others are not in good working condition. When I want to use an exercise bike, they are very unstable and it feels like the bike is going to tip over backwards if you go too fast sitting upright. Another bike I tried to use's intensity level was broken - I was using this bike at an intensity level of 25 and not even feeling any resistance (more photographic evidence available).
I expressed my disgust in the service I received from the club to the club manager and listed the problems I have. I told him that I want to cancel my contract since I would never have entered into the contract if I knew that all of their promises would not realize. He told me to contact the customer services department since he cannot help me with cancelling contracts. I then sent an email to the customer services and got no reply. I then phoned them and they told me that they will come back to me and gave me a reference number. It is now another 2 weeks later and I still have not received any feedback.